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Some campuses are more at risk of the canvas courier bags getting wet during rainy weather. If a campus indicates that their books require extra protection due to inclement weather place the books being shipped to that campus in a plastic bag prior to placing them in a courier bag.
Addressing delivery problems
Incorrect deliveries
If Tricor has incorrectly delivered a bag to your library by mistake call your driver or use the Tricor contacts list (see the Contacting Tricor section) to have it picked up and delivered to the correct location.
If the shipping label on the bag is correct but the books are meant to go to another library contact the staff of the owning library to determine next steps for the books in question.
Missed or late deliveries and pick ups
Call or e-mail one of the three customer service representatives listed on the Tricor contact list to report the missed or late delivery. If it happens repeatedly:
Have a conversation with your driver about the issues you're experiencing and try to come up with a resolution.
Send an e-mail to the general customer service e-mail address on the Tricor contact list outlining what is happening and how you would like the situation to be resolved. The message will go to all 6 members of their customer service team.
If deliveries are consistently missing send a list of missed delivery dates to the "Escalation List" on the Contact List below for follow up.
Scope of work
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Courier Issue reporting form
Link to issue reporting form: link forthcoming
In October 2018 the CSU will begin using a form to report all delivery issues to Tricor/Unity and the RSFC for tracking. This form will serve the dual purpose of data tracking and streamlining CSU contacts with the courier.
Contents submitted using the form will be e-mailed to Tricor/Unity customer service and 2 members of the RSFC. RSFC recipients will initially follow up with campuses who would like additional contact on a weekly basis to track if an acceptable resolution has been reached.
For the remainder of 2018 the RSFC will collect data with the intent of analyzing the data and drafting a report on courier performance, identifying areas of strength and weakness.
When to use the form
An issue should be filed if specifications in the scope of work are not met. For the purposes of issue reporting, the most relevant parts of the SOW indicate
- Drivers must be identifiable as courier driver [...] and conduct themselves in a professional manner. Service provider will perform delivery service with Service Provider’s own forces and shall not subcontract any portion of the work.
- Account managers will be pro-active in contacting their CSU campus counterparts regarding service problems, and the efforts that will be undertaken to resolve them.
- The Service Provider must have a problem resolution procedure in place with steps identified.
Service Provider shall ensure that all pick-ups and deliveries at each service point are made in accordance with the established delivery schedule.
In the event a scheduled stop is missed the Service Provider will make reasonable efforts to work with the campus library administrator to mitigate any impacts on urgent library material deliveries, including but not limited to, making a stop outside of the standard delivery schedule.
Driver or Courier is to contact the individual campus in the following situations:
Driver unable to deliver or pickup for the day.
When unexpected issues arise affecting schedule courier service
The complete Scope of Work can be found here: https://csyou.calstate.edu/Tools/SDLC/SDLS/
If you are unable to speak with your driver, the Tricor contacts don't offer a solution, and the delivery issues persist contact Terri Joiner at the Chancellor's Office for assistance resolving the problem. Contact information can be found here: http://www.calstate.edu/library/content/contact.shtml
Contacting Tricor
Tricor has provided the following sheet with a list of contacts (last updated 10/24/17). If you don't have a specific tracking requests rep you've spoken to in the past, feel free to contact all 3 reps. If you don't receive any response in a day or two forward your message to the general customer service e-mail address and it will be sent to all six people on the list.
Tricor Contact List 102417.pdf
Filing a claim for damaged or missing items
Contact the Escalation team on the Tricor contact list with a brief description of the damage and photos, if possible. Someone on the team will follow up with exact steps to submit the claim.
Be prepared to supply the following information about the damaged or missing items:
- Date of damage
- Title, author, ISBN or other information that can be used to identify the item
- Replacement cost or receipt of purchase
Processing of claims can vary but typically take 2-4 weeks to process..
Issue submission process overview
- Campus submits content using the form
- Form contents are e-mailed to RSFC team (Arturo & Carolyn) and Tricor/Unity customer service emails
- Form populates a Trello card with status “vendor contacted”
- RSFC team follows up with campus contact for requests that require follow up weekly and tracks issue using Trello card statuses